ServiceNow dev instance Virtual chatbot channel integration with MS teams

[manish62]

Hello Team,

I am currently working on enabling dynamic translation for the Virtual Agent. Our production instance is already integrated with Microsoft Teams, and end users are accessing the Virtual Agent through the MS Teams app.

I now want to test the dynamic translation functionality in the ServiceNow Dev instance using the MS Teams app. However, when I try to integrate MS Teams with the Dev instance, I receive an error message stating that it is already integrated with the Prod instance, and it asks to reverse or cancel the action without providing any option to proceed with a new integration.

Could you please help me understand what the possible solution is for this scenario?

Thanks,
Manish Gupta

[Tanushree Maiti]

Hi @manish62 

1. As per KB:KB0958547 Configure Virtual Agent access in Microsoft Teams using ServiceNow Messaging Apps Integrat... 

To test dynamic translation in a Dev instance already integrated in Prod, you must override the existing association in the Microsoft Teams messaging app configuration. Within the ServiceNow Virtual Agent integration setup, selecting the existing Microsoft account will prompt for an Override option to re-link to the new instance.

2. ReAuthenticate the Microsoft account and confirm the association, which will update the connection to your Dev instance

3. In your Dev instance, ensure Dynamic Translation service credentials are configured, and activate your chosen translation service.

[manish62]

Hello,

Will that impact existing setup or channel integration in Prod Instance.

[Tanushree Maiti]

Hi Manish,

Yes, it will impact.

Ask O365  team if they have any Testing Microsoft 365 Tenant , so that you can connect from sub-prod.

[manish62]

Hello Tanushree,

Thank you for your response.

Currently, I am using the same email ID across all ServiceNow instances, and due to this, I am encountering an error while configuring the Microsoft Teams channel. Since MS Teams is already integrated with the Prod instance, it is not allowing me to configure the channel for the Dev instance.

To avoid the override option for the MS Teams channel, would it be possible to use a test account for the Dev instance? Using a separate test account should allow me to set up the integration independently without impacting the Prod configuration.

Additionally, I would like to confirm whether language detection and dynamic translation will behave the same way in the MS Teams app as it does in ServiceNow. For example, if a user starts interacting with the Virtual Agent in MS Teams using a language other than English, will they receive the language detection prompt, and will translations work in the same manner?

Please let me know your thoughts.

Thanks,
Manish Gupta